Look into the mirror and ask yourself this question:
Q. If I were American, would I hire my company?
A. If you start screaming and running the opposite direction, that is a subtle hint that you need to change certain things about how your company functions. Have you ever thought about asking an American what they think of your outsourcing company? Even if your clients are not American, Indians love higher standards. Indians are very tolerant of LOW standards because they have no choice. However, the minute you offer them higher standards, they like it a lot.
A#2. If your answer is that you WOULD want to hire your company if you were an American, that is a subtle hint that you need to change certain things about how your sense of REALITY functions which is a lot harder than giving your company a tune up. My assistant calls dozens of overseas companies. We have yet to find a company that she would be enthusiastic about hiring in India or the Philippines. I am sorry to say this. Every company we call needs a tune up. The companies that we think well of are multinational companies functioning in India — but, those are not Indian companies (technically) — unless they are bid multinational companies that originated in India, but that have global standards. The little companies we deal with seem to not have global standards – or any standards.
So, what can you do?
(1) Answer the phone professionally (less than 10% of Indian companies do this)
(2) Get back to people who ask questions (good luck if you are dealing with India)
(3) Make sure your staff does their work correctly (this is a problem worldwide, but worse in India)
(4) Make sure your staff gets work done on time. (India is actually better about this than America)
These are only four things to master. They are really critical, and I have not seen too many companies who can get all four points correct. If you master these four points, the rest is details. BTW, point #1 takes 5 minutes to master, yet 90% of companies in India seem to refuse to learn this point. It makes such a strong impression with overseas clients when you answer the phone well.
You don’t need to be a rocket scientist to figure out how to run a quality outsourcing company!
Just apply basic common sense. And if you don’t have common sense — no problem, just ask me!
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